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HESA: Higher Education Statistics Agency – they are experts in UK higher education data and analysis, and the designated data body for England. In the UK, Higher education providers have a statutory requirement to report data to the HE funding bodies HESA was set up by agreement between higher education funding councils, higher education providers, and the relevant government departments. Both the Further & Higher Education Act 1992 and the White Paper ‘Higher Education: a new framework’ identified a need for a more aligned and co-ordinated approach to higher education statistics and information. they gather information about all aspects of the UK HE landscape. This includes information about: Students, staff and graduates Finances and estates Academic departments and courses Public engagement and commercial enterprises.

UCAS: UCAS is an independent charity and is essentially the UK’s admission service for Universities and colleges. They process more than three million UG applications every year.

The Student Loans Company (SLC) is a non-profit making Government-owned organisation providing loans and grants to students in universities and colleges in the UK. central role in supporting the Higher Education (HE) and Further Education (FE) sectors by: making timely and accurate payments of maintenance grants and loans to learners; and ensuring timely and accurate payments of tuition fee loans to HE and FE providers. SLC services around 1.8 million applications per year, responds to 4.5 million phone calls from borrowers and has over 6 million repaying or due to repay customers with loans totalling more than £100 billion UG fees were increased to £9000 wef 2012/13

UKVI: UK Visas and Immigration is part of the Home Office and make the decision about who has the right to visit or stay in the UK. It affects DMU:

Times Higher Education 2018 Ranking position 67th

Refer to difference international and EU Students from China, India and Cyprus account for more than 50% of the University’s EU & other student intake

Approx 20% of our students are recruited through clearing – talk about clearing

To help deliver our Integrated student experience DMU work towards it’s Strategic Framework. This contains the Strategic Theme to, “Transform our students by delivering an individual student experience.” It goes on state, “We will provide an integrated student support system that brings together personal tutors with our academic and welfare support services.”

A modern CRM approach, embraced across the institution, was the means to achieve this integrated service experience to our students.

To give you a real insight into the student experience, I’d like to introduce Jim….

I’d first like to introduce you to Jim, a DMU UG student.

Here’s a sample of some of the services offered to Jim within my Directorate, Student and Academic Services alone

Jim’s student journey is not without challenges along the way. Jim accesses a range of SAAS services during his three years. But how does Service A know that Jim has already met with Service B and so on?

How do you think Jim feels about his experience?

He’s a bit frustrated at times!

There’s a paradox here too. The more support Jim requires, the more services he’s likely to touch, but the greater the potential for Jim to feel the lack of integration between these services.

We can take this one step further and look at the services Jim may use outside just SAAS. The potential for Jim to feel even less integration between DMU’s services becomes even greater.

If that wasn’t enough….

our current systems are old and very soon to be out of warranty. With tens of standalone systems that didn’t ‘talk’ as we’d have liked created the need for multiple spreadsheets, databases grew. After 17 years its hard to see the wood for the trees….so many spreadsheets, so many systems, so many workarounds and so many versions of the truth. As you can imagine the user interaction with our old systems was average. Not only for our students but out staff and academics

It’s clear what we needed to do and the benefits for both Jim and for all of us involved in delivering services to students.

To facilitate this, In April 14 we launched the Core Systems Modernisation programme.

Replacing our core systems for Finance and Procurement, People and Payroll and SLCM & CRM with one fully integrated SAP solution.

With the vision of Modern Processes for a Modern University

Since then, SAP Finance & Procurement went live on 1 august 2016, followed by People & Payroll in April 2017. To complement this we also launched our web-based 24/7 DMUhub for staff that hosts the front end SAP Fiori tiles

But I’m here today to talk to you about SLCM & CRM. My specific role was to act as Project Director for SLCM.

So how are we getting on?

Give examples -

Soon Jim will interact with DMU much the same way he does other service providers….

And let’s think about Jim as a person, not just a DMU student. His DMU experience is just one service he’s likely to experience at any one time. Is Jim comparing his DMU service experience with other universities or with his bank, utilities provider, mobile phone company etc? When Jim phones his bank, does the person in the call centre shout across the room asking if anyone’s spoken to Jim recently?

No. Why? Because these modern service providers have a customer-centric approach supported by a CRM and good records management.

To conclude, the CSM project is so much more than implementing a system. It’s not about the technology but about thinking about Jim’s experience and the academic experience and putting this at the centre of how we coordinate our services. It’s also about using the intelligence we obtain from the CRM/SLCM to learn as an organisation and to adapt our services to meet evolving student needs and behaviours in a highly competitive market context.

4.
Core Systems Modernisation
HE Market – 2016/17
162 higher education institutions in the UK
2.32 million students studying at UK higher
education institutions.
Undergraduate: 1.76 million
Postgraduate: 551,585
Full-time: 1.80 million
Part-time: 518,930
Students from the UK: 1.87 million
Students from the EU: 134,835
Students from non-EU countries: 307,540
Figures from 2015–16 show that more than 90% of graduates were in work or further study
within six months of leaving university.

5.
Core Systems Modernisation
UK HE Market
The SLC is a non-profit making
Government-owned organisation
providing loans and grants to
students in universities and
colleges in the UK
Higher Education Statistics
Agency - experts in UK higher
education data and
analysis, and the designated
data body for England.
UCAS is an independent
charity and are the UK
Universities and colleges
admission service.
UK Visas and Immigration is part
of the Home Office and make the
decision about who has the right
to visit or stay in the UK.
OFS regulate English higher
education providers on behalf of
all students.
The CMA advises providers about
their consumer law obligations to
undergraduate students

14.
Core Systems Modernisation
• Old and out of date systems
• More than one version of the ‘truth’
• Average user experience
• Many workarounds
In addition…
Our systems didn’t work for us, we worked for them

15.
Core Systems Modernisation
How DMU are delivering an integrated student experience
Student-centric approach & coordinated service delivery across campus
Seamless integration of all areas of the university
Improved student satisfaction, reduced complaints, better retention
Analytics: data available to all student touchpoints via a single repository, not
a functionally-specific view
Targeting of information, advice and guidance to the right students at the right
time, anticipating customer needs
Target resource to meet cyclical student demand

16.
Core Systems Modernisation
Finance and
Procurement
The Core Systems Modernisation is the
programme to deliver the vision of
‘Modern Processes for
a Modern University’
People and
Payroll
Student Lifecycle
and CRM
Core Systems Modernisation

17.
Core Systems Modernisation
What is SLcM & CRM?
Together they will follow our students throughout their journey with DMU
SLcM = Student Lifecycle Management
Manages the ‘transactional’ interactions
with our students such as their personal
record, their grades, finances, progression
etc.
Replacing QLS, Academic Database and Admiss (& more)
CRM = Customer Relationship Management
Manages and facilitates student-facing
communications from first point of contact
through to alumni, as well as our wider
partners.
Replaces Microsoft Dynamics

22.
Core Systems Modernisation
What’s in it for us?
Improved
communications with
enquirers, applicants
and alumni
Modern supported
systems
Data driven decisions
Enable enhanced
international reach
and effectiveness
Single source
academic structure
and calendar
Academic self service access
to their students progress
and performance
24/7 self service
– any time, any place,
any device
Facilitate student
attainment and retention
Up to date information
available in real time
Less duplication